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Cherwell Service Management vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.0%, up from 0.8% compared to the previous year. The mindshare of JIRA Service Management is 9.1%, down from 12.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Easy to use and user-friendly."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The visibility features are great."
"Great to be able to create customized forms."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"It's a good experience."
"It's easy to set up the solution."
 

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"There is room for improvement in the user interface and the queues."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"The licensing model could be improved."
"JIRA Service Management could include more AI features."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"The cost has recently increased. It might be around $20 to $25 per user license."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"The price of the solution is becoming expensive and it should be reduced."
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Top Industries

By visitors reading reviews
Educational Organization
23%
Computer Software Company
17%
Manufacturing Company
8%
Energy/Utilities Company
8%
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
9%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Also Known As

No data available
JIRA Service Desk
 

Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: July 2025.
861,803 professionals have used our research since 2012.